Application Tech Support Practitioner

Application Tech Support Practitioner

Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.

Unified Communication and Collaboration Implementation

Minimum 3 year(s) of experience is required

15 years full time education

We are looking for an experienced Tester with a strong background in testing Java-based contact centre applications. The candidate should have hands-on experience in IVR testing, including functional, regression, and performance testing using JMeter, Cyara, and manual testing techniques. This role involves validating the end-to-end IVR call flows, ensuring seamless integration with backend Java services, and verifying overall system stability and performance.

Roles & Responsibilities

• Perform functional, regression, and integration testing of IVR systems and Java-based backend services.
• Design and execute test cases and test scripts for end-to-end IVR call flow testing.
• Use Cyara for automated IVR testing and voice call flow validation.
• Conduct performance and load testing of IVR systems using JMeter.
• Perform manual testing for new call flows, voice prompts, and routing logic.
• Validate IVR behaviour, DTMF input handling, and call transfer scenarios.
• Collaborate with development and operations teams to troubleshoot issues and verify defect fixes.
• Document test results, defects, and prepare test summary reports.
• Ensure testing aligns with overall Contact Center quality standards and project timelines.

Professional & Technical Skills

• 5–8 years of experience in Contact Center or IVR application testing.
• Strong experience in testing Java-based applications and backend integrations.
• Hands-on experience with Cyara for IVR automation testing.
• Proficiency in JMeter for load and performance testing of IVR systems.
• Good understanding of manual testing processes and test case design.
• Experience testing end-to-end call flows — from call initiation to agent transfer.
• Strong analytical and troubleshooting skills in complex telephony and IVR environments.
• Familiarity with Contact Center concepts (SIP, call routing, CTI, etc.) is a plus.

Additional Information

Bachelor's degree in computer science, Information Technology, or related field.

Proven experience in IVR and Contact Center testing with Cyara and JMeter tools.

Excellent communication skills and ability to collaborate with cross-functional teams